Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was awarded the Ron Muns Lifetime Achievement Award by HDI for his contributions to the IT Service and Support industry. He has authored a best-selling book on Benchmarking, and has published more than 100 whitepapers on Contact Center Best Practices. He has also been retained as a contact center expert by more than half of the Global 2000, including such well-known companies as HP, Intel, General Motors, IBM, and American Express. Equally broad is his industry experience, which includes contact center project management and benchmarking for virtually every major industry. Prior to co-founding MetricNet, Jeff was president and founder of The Verity Group, an international management consulting firm specializing in benchmarking and competitive analysis. As president of The Verity Group, Jeff launched a syndicated benchmarking service that provided contact center benchmarks to more than 1,000 corporations worldwide. Additionally, He has held executive positions at META Group, and Gartner. As vice president at Gartner, he led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Jeff's career was focused on Contact Center Benchmarking and reengineering. His education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Presenting:

• Session 102: AI and the Role of Human Intelligence in Contact Centers